Enterprise Customer Success Manager

About Fuse Universal 

We're Fuse. And our mission is to help our customers unlock the knowledge and expertise that their people need to improve their skills and perform in their work. Enabling everyday learning moments isn’t just our motto, it’s why our clients like Avon, Dropbox, Hilti and Lotus Cars choose us to help power their organisational learning culture. With our award winning AI powered platform, we are proudly redefining the way that people and organisations learn and communicate. 

From our beginning in London 2010, we now have over 110 employees located across the globe from South Africa, the US, Mainland Europe, India, Singapore and the UK. We encourage each Fuser to decide where they perform at their brilliant best. We invest in our people and culture, offering competitive financial, health, social and security benefits as well as working remotely but collaboratively through our platform. 

We're on the lookout for the next passionate and ambitious person to join our mission. Are you ready to be part of the Fuse tribe? We would love to hear from you!

About this role

In this remote role, as an Enterprise Customer Success Manager, you’ll own the largest and most strategic Fuse accounts, acting as a trusted advisor to senior stakeholders. You’ll drive business value, adoption, and retention at scale, while identifying expansion opportunities and mitigating churn risk.

You will manage complex, multi-stakeholder relationships, ensuring alignment between Fuse solutions and your clients’ organisational goals. You will work closely with Sales, Product, Professional Services, and Support to deliver a seamless customer experience and measurable business outcomes.

This role requires a commercially savvy, strategic thinker who can influence executive stakeholders, quantify business value, and act as a champion for the customer internally.

If you love making clients successful, we would like to talk to you.

About the team

The Customer Success team forms a crucial part of our Services function here at Fuse. The CS team works directly with our customers to devise operational and strategic initiatives that deliver long-lasting business value. As a team member, you are a client advocate, and your role is to build strong relationships with key stakeholders that enable you to support, nurture, grow and retain the client.

Your Responsibilities

• Own and manage a portfolio of strategic enterprise accounts, serving as the primary point of contact for senior and executive stakeholders
• Develop and execute strategic success plans aligned with customer objectives, KPIs, and ROI metrics
• Drive adoption, engagement, and business value across large, distributed user bases
• Lead executive-level business reviews, presenting insights, trends, and opportunities for adoption, retention, and expansion
• Identify and mitigate churn risk, coordinating with internal teams to address adoption, satisfaction, or technical challenges
• Act as the voice of the customer, advocating for customer needs internally and influencing product roadmap priorities
• Partner with Sales on renewals, expansion, and upsell opportunities, providing data-driven recommendations
• Collaborate across teams to ensure smooth onboarding, feature adoption, and client success at scale
• Monitor customer health, usage trends, and engagement metrics to proactively optimise outcomes

Requirements

• 5+ years’ experience in Customer Success or a related customer-facing role within a SaaS organisation, managing enterprise or strategic accounts
• Experience managing complex accounts with multi-level stakeholders, including executive sponsors
• Strong commercial acumen, with experience supporting renewals, expansion, and retention strategies
• Proven ability to develop strategic success plans and demonstrate measurable business value to clients
• Analytical and data-driven, able to leverage usage metrics and ROI to influence decisions and guide strategy
• Excellent communication, influencing, and stakeholder management skills at senior levels
• Ability to manage multiple high-value accounts and priorities simultaneously
• Tech-savvy and comfortable with SaaS learning platforms, able to demonstrate solutions and recommend best practices
• Resilient, proactive, and outcome-focused, with a strong sense of ownership and advocacy for clients
  

Preferred:

• Experience in Learning & Development, HR Tech, or enterprise enablement platforms
• Experience managing global or EMEA-based enterprise accounts

Benefits

• Remote first and flexible working
• L&D - peer and platform learning - it’s at the heart of what we do
• 22 days holiday per full calendar year + your birthday off
• Perkbox - wide ranging benefits; discounted shopping and services
• Medical Aid
• Homeworking/ Wellbeing Allowance
• Employee Assistance Programme
• Enhanced maternity & paternity leave
• Company socials
• Employee recognition awards: Employee of the Month, Long service awards, Employee referral scheme